Call centers are the testing grounds for a future workplace where AI plays more and more of a role — whether human employees like it or not.

From Lisa Bannon:

>A new generation of artificial intelligence is rolling out across American workplaces and it is prompting a power struggle between humans and machines.
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>Recent advances in technologies such as ChatGPT, natural-language processing and biometrics, along with the availability of huge amounts of data to train algorithms, has accelerated efforts to automate some jobs entirely, from pilots and welders to cashiers and food servers. McKinsey & Co. estimates that 25% of work activities in the U.S. across all occupations could be automated by 2030.
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>Today, however, AI’s biggest impact comes from changing the jobs rather than replacing them. “I don’t see a job apocalypse being imminent. I do see a massive restructuring and reorganization—and job quality is an issue,” said Erik Brynjolfsson, director of the Stanford Digital Economy Lab. McKinsey estimates 60% of the 800 occupations listed by the Bureau of Labor Statistics could see a third of their activities automated over the coming decades.
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>For workers, the technology promises to eliminate the drudgery of dull, repetitive tasks such as data processing and password resets, while synthesizing huge amounts of information that can be accessed instantly.
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>But when AI handles the simple stuff, say labor experts, academics and workers, humans are often left with more complex, intense workloads. When algorithms assume more human decision-making, workers with advanced skills and years of experience can find their roles diminished. And when AI is used to score human behaviors and emotions, employees say the technology isn’t reliable and is vulnerable to bias.

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-mc